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Total 79 Questions | Updated On: Nov 21, 2024

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Question 1

Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began

three days ago and no configuration changes were made during that time.

What is the cause of this new behavior?

A : a configured job to process inbound emails

B : an inbound message filter per time schedule

C : a configured profile option to schedule the retrieval of emails

D : an inbound message filter per sender

Answer: B

Question 2

Which two keyboard shortcuts can be modified?

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B

Question 3

You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloud

site.

Which is the correct first action in configuring “My Knowledge”?

A : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” profile option, and activate it.

B : Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.

C : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS” profile option, and set “Site” value to “Yes”.

D : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_ARTICLE_CREATION_EDITION” profile option, and set the “SITE” value to “Yes”.

E : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.

F : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_IN_SR” profile option, and set “SITE” value to “Yes”.

Answer: A

Question 4

Which two statements are true regarding the Audit History tab of a Service Request?

A : It is enabled by default.

B : It is available only to authorized administrators.

C : It is searchable by date range, username, event type, event severity, and event duration.

D : It is exportable to Excel.

E : It allows users to save searches for later reuse.

Answer: A

Question 5

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A : Add an extension column to the milestone object to hold the warning threshold value.

B : Configure an analytics report showing milestones in warning status.

C : Specify the warning threshold for the milestone in the standard coverages.

D : Create standard text to be posted to the message thread.

E : Configure the email template to be used for notification.

F : Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: A,B,C

Page: 1 / 16

Total 79 Questions | Updated On: Nov 21, 2024

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